Customer Service Practitioner Apprenticeship Standard

Presenter: Nathan CooksonSector Manager Business Technical and Professional

May 2017

Illustration by Nacho Rojo

What is the purpose of today?

1 Introductions

2 The new Apprenticeship Standard

3 On-programme support?

4 End Point Assessment

5 Why work with Pearson

Illustration by Lucy Vigrass

Illustration by Tang Yau Hoong)

SASE Framework withdrawals• Phased withdrawal of SASE apprenticeship frameworks

where replacement apprenticeship standards that cover the same occupations

• Education and Skills Funding Agency consultations -https://www.gov.uk/government/publications/removal-of-apprenticeship-frameworks

• The proposed last date for new starts on these frameworks is 31 March 2018

• Customer Service (Level 2 and 3)• Management (Level 2, 3, 4 and 5)• Business and Professional Administration (Level

4)• Providing Financial Services (Level 3)

• Final list for withdrawal announced in May 2017. If withdrawal is deferred, the framework will be included in the next batch of proposed withdrawals.

Register of Apprenticeship Assessment Organisations

Pearson are an approved End Point Assessment Organisation for the following new apprenticeship standards:

• Customer Service Practitioner • Financial Services Customer Adviser• Senior Financial Services Customer Adviser• Team Leader / Supervisor• Operational / Departmental Manager

Customer ServicePractitioner

Level 2

Customer Service Practitioner Apprenticeship Standard

Knowledge Skills Behaviours

Illustration by Lucy Vigrass Illustration by Lucy Vigrass Illustration by Laura Rolwing

• Knowing your customers• Understand the organisation• Meeting regulations and legislation• Systems and resources• Your role and responsibility• Customer experience• Product and service knowledge

• Interpersonal skills• Communication• Influencing skills• Personal organisation• Dealing with customer conflict and

challenge

• Developing self• Being open to feedback• Team working• Equality – treating all customers as

individuals• Presentation – dress code, language• Right first time

Duration: Minimum of twelve monthsEntry requirements: Achievement of Level 1 Maths and English

Customer Service Practitioner Occupational Brief

Minimum distinction criteriaThe apprentice must achieve all pass criteria

and a minimum of 7 out of 10 distinction criteria

70% 80% 75%Minimum distinction criteriaThe apprentice must achieve all pass criteria

and a minimum of 4 out of 5 distinction criteria

Minimum distinction criteriaThe apprentice must achieve all pass criteria

and a minimum of 3 out of 4 distinction criteria

Illustration by Ben Wiseman Illustration by Lucy Vigrass Illustration by Kanae Sato

Customer Service Practitioner Grading Criteria

For each of the three assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship

Professional DiscussionObservationApprentice Showcase

Landscape• Qualifications are, in the main, non mandatory within ‘business’ apprenticeship

standards• Decision often driven by DFE/SFA as opposed to the employer choice

Action• Pearson BTEC Level 2 Diploma in Customer Service mapped to the modules within

the Customer Service Practitioner Standard

Solution• Diploma can be used as ‘the vehicle’ to support a structured programme of teaching

and learning and to support evidence generation• Phased recognition during the apprenticeship• Uploaded to website and password protected with customers EOL credentials• Optional

Qualifications to support on-programme

• Funding cannot can be used for the registration/examination/certification costs of non-mandated qualifications

• Funding can be used for some or all of the delivery where there is clear overlap between this training and the knowledge, skills and behaviours needed for the apprenticeship standard.

• Employers need to cover the costs of registration/examination/certification costs.

• Employers could cover costs of delivery where there is no overlap

Illustration by Tang Yau Hoong)

Funding for qualifications

Mapping

Assessment Gateway

Purpose

• Employer, apprentice and trainer/assessor involved

• Check that apprentice has achieved the knowledge, skills and behaviours outlined in the standard

• Is apprentice ready for End Point Assessment – opportunity to progress

Checklist

Find an Assessment Organisation for EPA

Decide what month the apprentice will be doing EPA

Contact the Assessment Organisation and book EPA

End Point Assessment

Customer Service Practitioner Apprenticeship Interpreting the End Point Assessment Specification

Apprentice ShowcaseThe apprentice showcase is compiled after 12 months of on-programme learning. The

Apprentice Showcase is a summative portfolio in which apprentices will demonstrate,

with the support of appropriate work-based evidence, how they have applied and used

the identified knowledge, skills and behaviours to the required standards in their

everyday work practice.

• 30 Pass Criteria and 10 Distinction Criteria

• Compiled against an assessment brief produced by Pearson

• Apprentices are required to complete three tasks. • Task one: Understanding your organisation• Task two: Understanding your role and responsibilities• Task three: Reflecting on own practice

• Expected to be completed within 8 hours including supervised and non supervised conditions

• Submitted electronically or hard copy. Apprentices also have the option of submission through a presentation

Illustration by Ben Wiseman

ObservationIllustration by Lucy Vigrass

The practical observation will be pre-planned and scheduled to when the apprentice will

be in their normal place of work and will be carried out by the Independent Assessor.

• 25 Pass Criteria and 5 Distinction Criteria

• Observed in their normal work environment interacting with at least two customers in the delivery of customer service, either in face-to-face or non-face-to-face situations.

• Approximately one-hour assessment period.

• If the presence of the end-point assessor will become obtrusive then the observation can be done at a distance with the use of technology.

• Where there is not always the opportunity to observe evidence these performance criteria will be evidenced through real work-based evidence presented by apprentices after the live observation. (Apprentice Showcase Task 3)

Professional Discussion

19

Image by Photographer's Name (Credit in black type) or Image by Photographer's Name (Credit in white type)

The professional discussion will be a structured discussion between the apprentice and

the Independent Assessor, following the observation, to establish the apprentice’s

understanding and application of knowledge, skills and behaviours.

• 7 Pass Criteria and 4 Distinction Criteria

• Apprentices will be asked a series of questions by the independent end-point assessor based on the standard outcomes and designed to draw out evidence against Pass and Distinction grade criteria

• Apprentices will be required to provide real-life examples of how they have applied the knowledge and understanding in carrying out their job role.

• A maximum of one-hour assessment period conducted face to face or virtually

Illustration by Kanae Sato

End Point Assessment Delivery ModelsModel Description Considerations

Direct DeliveryProcurement of “off the shelf" End Point Assessment for a specific Standard. End Point Assessment service covers all independent assessment requirements.

None

Partnership Delivery

Sub-contract the physical assessment elements to another organisation to utlilise their assessor resources.

Pearson would be accountable for the EPA and would provide all other aspects within its role (e.g. assessment tools, specification design, resources, standardisation, assessor training etc.)

Pearson would verify the quality of the assessments and internal quality assurance within the provider/individual assessors

Assessors must not be linked to any on-programme delivery of the apprentice

Assessors must be employedwithin a separate organisation or separate legal business entity (e.g. a separate organisation with a separate team to deliver assessments)

Pricing Models

Direct Delivery Partnership Delivery

End Point Assessment including Qualification £550.00 £350.00

End Point Assessment including Qualification and Functional Skills Maths & English

£577.80 £377.80

• Both models include full access to Apprentice 360

End Point Assessment Registration

EPA readiness form & Gateway evidenceRegistration on Edexcel Online Book TWO months

before EPA

IEA calculates final grade

and submits to Pearson

Sign a letter of intent

IEA has a planning

discussion

IEA checks Gateway evidence and

undertakes EPA

Why work with Pearson on the new apprenticeship

standards?